Great presentation by Kimbeley Edwards from Open Text on social media generally, but specifically how it adds value in the enterprise.

1. Social Business:
A Shiny Object or Your Golden Ticket!
Kimberly Edwards,
Senior Product Marketing Manager
@kimberlyedwards
#otew2012
Copyright © OpenText Corporation. All rights reserved.

2. Let’s Connect!
@kimberlyedwards
#OTEW2012
#CEM

3. What are we going to talk about
 OpenText’s social media philosophy
 Applying social business externally
 OpenText use case
 Applying social business internally
 Delivering a social business framework
 Q&A
3

4. Shiny Object or Golden Ticket?
4

5. There is no Magical Pill!
“Success will follow
integration, proper
planning and execution
of a plan that aligns
with your business
goals…”
Social Business: It’s NOT about the Next Big Thing!
By: Pam Moore

6. Our social media philosophy
Customer Support
Social media is not Marketing Strategy
a strategy, it should
support a strategy Knowledge
Management
Product
Development
2

7. Social Media: applicable to one or multiple
business processes
Source: Dachis Group

8. Social Business: illustrated

9. Tapping into the collective intelligence in the
Enterprise to develop new ideas and solutions for
increased profitability and growth.

10. Breaking down the silos to encourage and equip
collaborative decision-making across the Enterprise.

11. Inspiring a better way to work by moving the
monologues in emails to dialogues in a community
setting.

12. Shifting the communication method from top down to
many to many, facilitating more participative and
collaborative communications.

13. Connecting teams and their skills on a global scale to
improve and enhance collaborative business
relationships.

14. Creating a system of engagement to increase value
and adoption, tied to a system of record that is secure
and governed.

15. Facebook for the Enterprise?
17

16. Call to Action:
Apply Social Media to the Enterprise Externally
http://mashable.com/2009/06/30/social-media-enterprise/
5

17. Research and Learn about Your Customers
6

18. When customers
experience problems
attempting to conduct
an online
transaction, 78% share
their experience with
others*
*Tealeaf Annual Survey of Online Customer Behavior, conducted by Harris Interactive
7

19. 74% said when they
read a negative
comment online, it
influences their
likelihood to do
business with the
company*
*Tealeaf Annual Survey of Online Customer Behavior, conducted by Harris Interactive
8

20. Respond
Monitor
React
Image owned by DreamWorks

21. Create Communities to Foster Relationships
9

22. Build a Reputation of Expertise
10

23. Ramp up Your Networking
11

24. Learn from Others
12

25. Create New Channels for Conversation
It’s not enough for
customers to follow or
friend a brand. They
want to experience the
brand through open
conversation.
13

26. External Use Case Examples
14

27. Giving Customers a Voice
http://www.opentext.com/2/global/sso_download_open?docpath=/corporate/customer/casestudy/qad-1209-en.pdf
15

28. Encouraging Participation and Cultivating Communities
16

29. Call to Action:
Apply Social Media to the Enterprise Internally
17

30. Build Connections and Create a Network
19

31. Enable Conversations
20

32. Encourage Transparency

33. Enable Teams to Work Together

34. Cultivate Communities
22

35. Create and Innovate Collectively
24

36. Converse and share with your Customers
25

37. Social Media Risk vs. Rewards
Recent research by Iron
Mountain revealed that
as many as 74% of
businesses have
banned social media.
34

38. Social Compliance
33

39. Social Compliance – Records Mgmt & Archival
35

40. Can I measure
Social
Business?
Copyright © OpenText Corporation 2011. All rights reserved.

41. What KPIs are impacted by Social Business?
At the Enterprise Leadership Level…
Time to Market for New and Improved Products and Services
Talent Retention Percentage
Return on Capital Employed (margin)
Sales, General and Admin Expenses as a Percentage of Revenue.
Percentage of IT Contribution to Return on Total Assets
Idea Conversion Rate
Engagement to Effectiveness Ratio
Percentage of KPIs that are green (within set goals)
Percentage of KPIs improved compared to the previous measurement
Percentage of KPI improvement compared to the previous measurement
Engage the
OpenText Value Engineering Team for
help building a Social Business Case
Slide 43

42. Measuring it’s Use: Social Analytics

43. Drill Down Reports
 Ability for business users to
drill into report data to obtain
more detailed information.
Slide 45

44. OpenText Leveraging Social Collaboration
46

45. Questions
Kimberly Edwards
Senior Product Marketing Manager
Email: kedwards@opentext.com
Twitter @kimberlyedwards
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